Answers
Subject Date - DESC Rating Viewed Topic
How do I configure IIS to forward all HTTP requests to HTTPS? 10/26/2016 11:29:17 AM None 1236 Site configuration
simple user login check for iService forms 2/4/2016 8:58:06 AM None 1241 Technical Support
Changing the Message Queue actions to the custom portal form 1/22/2016 5:40:23 PM None 1235 Technical Support
Updating the Message Queue page to the new version in 7.4 1/22/2016 5:24:29 PM None 1706 Site configuration
Making a form to display an interaction body or other details 8/27/2015 1:32:18 PM None 1355 Technical Support
Considerations when setting up a service account to run utilities 7/3/2015 4:51:20 PM None 1901 Batch Utility
Customer did not receive an iService email 8/7/2014 9:12:48 AM 4.0 1683 Technical Support
Updating agent count for on-premise installations 7/7/2014 11:59:40 AM 4.5 2249 Site configuration
How do I create a report subscription? 6/23/2014 11:26:47 AM None 2110 Reports
Disabling browser cache to force current data into your screen 6/13/2014 10:26:28 AM None 850 All Topics
Setting mailbox for reuse later 4/10/2014 9:57:12 AM None 1548 Technical Support
Chat interface is mistakenly displayed when I login using Internet Explorer 3/11/2014 9:57:20 AM None 1684 Technical Support
When I log in, I don't see the Message Queue tab 2/24/2014 11:56:11 AM 4.0 1721 Technical Support
Article Selected >> Email not received by iService
Question:
How can I troubleshoot missing messages in iService? A customer has told us they sent us an email but we don't see it in our iService tenant.
Answer:
Incoming email could be lost at various places along its journey from the sender to iService. These steps and trouble shooting tips are shown below.

ActionTroubleshooting Tip
Message Sent
When a user sends an email, there are various reasons why it might not get past their local mail server. The user could have network connection problems on their machine, a misconfigured email account, or their local mail server could have issues delivering the message.
Message received by your mail serverWhen the message lands on your own mail server, it might be quarantined or blocked for various reasons (SPAM, Message Size, Etc.). You should check the SPAM or quarantine on your local mail server.
Message delivered to inbox If the message arrives within the mailbox that is monitored by iService but does not make it into the iService database, we might have failed to retrieve it.In this case there would be a log file within the Website or MailPopper folder of the iService server.
Message retrieved from inbox If the message is retrieved and removed from the mail server inbox, then it could be in the iService database but fail processing into an interaction. In this case, check for server logs and also run the Extract Failed Messages option from the Management Console.
Message processed Its possible that the message was processed but you never saw it within the message queues. There could be a filter that is automatically resolving the message, for example. Once you find the interaction in the iService history you can view the audit trail for the message to determine when and how it was resolved.


Article DetailsSubscribe and Rate this article
Article ID:258744
Date Updated:1/16/2014 9:28:58 AM
# Views:2251
Article Creator:Scott Whitsitt
Article Topic:Email Processing
Attachments:-- None --
Changing the mailbox specified for messages in SMTPout 9/5/2013 10:53:53 AM None 2510 Email Processing
iService 5.x fails to load with the error "Unrecognized configuration section system.serviceModel in machine.config" 6/18/2013 3:31:05 PM None 1238 All Topics
Impact of iService On-demand on your IT department 5/21/2013 9:51:43 AM None 2553 Security
Creating an agent from an existing contact 3/26/2013 2:36:46 PM 4.0 2645 Security
Ensuring that SPAM contacts are not mislabeled and steps to correct 3/19/2013 3:22:32 PM None 1894 Technical Support
Setting message in SMTPOut for immediate delivery 2/25/2013 1:27:09 PM None 2699 Email Processing
JQuery Mobile and iService Forms 1/13/2013 1:24:26 PM None 2793 Customizing iService
Simple example for filtering messages to a new topic 12/18/2012 3:39:34 PM 5.0 2789 Site configuration
Lost password, administrator forwarding link 12/4/2012 8:48:19 AM 5.0 1935 Technical Support
iService Business Intelligence and Reports Documentation 8/1/2012 10:52:21 AM 4.0 2713 Reports
List of bookmarks/favorites to common tasks 4/7/2012 10:24:15 AM 4.0 1993 Technical Support
Please Wait...